Investors in People at The Moat House International, Glasgow

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International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Online from: 1989

Subject Area: Tourism and Hospitality

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Document Information:
Title:	Investors in People at The Moat House International, Glasgow
Author(s):	Anna MacVicar, (A Lecturer in Personnel Management in the Department of Hospitality, Tourism and Leisure, Glasgow Caledonian University), Gillian Brown, (Training Manager at the Moat House International, Glasgow, UK.)
Citation:	Anna MacVicar, Gillian Brown, (1994) "Investors in People at The Moat House International, Glasgow", International Journal of Contemporary Hospitality Management, Vol. 6 Iss: 1/2, pp.53 - 60
Keywords:	Employee development, Hospitality industry, Hotels, Investment, Moat House, Organizational change, TQM, Training
Article type:	Case study
DOI:	10.1108/09596119410052143 (Permanent URL)
Publisher:	MCB UP Ltd
Abstract:	A management issue that is common in organizations today is how to keep on improving the quality of their products and services and ensure that there is a credible and creditable commitment to outstanding customer service within each member of staff, guaranteeing that customers are satisfied. Which systematic approach should organizations take? Compares and contrasts BS 5750 with the Investors in People Award (IIP), provides a case study example, and offers some conclusions.